Tag: Customer

Work like Michelangelo painted

awards display wall
Going the extra mile is a flawed concept. So are employee of the month boards.

Sent the idea below to a client. It’s cool for clients to see that of all the Disney Customer Service keynote speakers, there’s only one in the world that lives less than one mile from Walt Disney World. There’s also only one speaker in the world that shares – with their spouse – 66 years of Frontline Cast & Frontline Leadership experience, Theme Park and Resort Hotel Operations experience, Disney University Cast Member training experience, Disney Institute speaking and consulting expertise, and Disney Global Human Resources Executive expertise (in Casting, Employee Relations, Labor Relations, and Compliance), not to mention countless special, continuous improvement initiative assignments.

Customer service supreme goal?

Get there by going the extra mile.

Pair up – one good reason.

Apple juice dad.

2nd word, fill in the circle words.

Fill in the blanks: Demo… Psycho…

While explaining compass, relate to dad.

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Three calls and a pattern

Disneyland Magic Happens parade performer
More Joy? At Disney, the concept of being onstage is relevant to every single Cast Member.

Three calls and a pattern.

Spoke yesterday with Megan in Colorado Springs, Calvin in Louisville, and Steve (from New Jersey) in Miami Beach.

Why?

Each had questions.

The pattern?

  • Offered time to engage with them
  • We went over the 30-minute call window
  • All are fascinated with .think .differently

Pay it back or pay it forward – this is why these calls happen.

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This website is about our WORK. To ponder today’s post about our HQ, click here.

If you want to stay on this site and read more posts from this Blog, click here.

Employees are customers too

Mr. Noel and Mr. Fredrickson, two days ago. Or as we say at Disney, Jeff and Carl. Employees are customers too.

Employees are customers too.

Easy to forget.

Might even be easy to never establish this organizational philosophy.

But if you do believe it, it can be insidiously easy to let it slip away.

Why?

Because the reality is employees are lucky to work for a great organization.

Conversely, great organizations are lucky to have great employees who want to work for them.

It absolutely works 100% both ways.

Neither should ever get complacent.

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This website is about our WORK. To ponder today’s post about our HQ, click here.

If you want to stay on this site and read more posts from this Blog, click here.

Disney Customer Service architecture

Profoundly simple insight. Simply profound insight.

As a leader, is everyone in your organization crystal clear on your Customer Service architecture?

When everyone is crystal clear, Magic happens – it’s called “the wow-factor”.

Disney Customer Service architecture, the outline:

  1. Goal
  2. Tool kit
  3. Reason why
  4. Leadership self-check

Disney Customer Service architecture, summary:

  1. The Bullseye of every interaction
  2. A 360-degree customer analysis
  3. A Unifying Purpose
  4. Are you a thermometer or a thermostat?

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This website is about our WORK. To ponder today’s post about our HQ, click here.

If you want to stay on this site and read more posts from this Blog, click here.

Try your best to see it through them

Could be the replacement photo for the podcast start… Time will tell.

Try your best to see your product or service through the eyes of the customer.

Be present, if you can, the same way you would be present for your child if they had a big problem – like losing their beloved teddy bear.

To you it’s just a plush toy that can be replaced for a few dollars. For them it’s their very best friend in the whole world.

Reflecting on this has me wondering if i am truly present to see my client’s biggest challenges through my client’s eyes.

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This website is about our WORK. To ponder today’s post about our HQ, click here.

If you want to stay on this site and read more posts from this Blog, click here.